SpitFire Help Desk



Understanding the ScriptMaker templates.

The following is an article detailing the different cards used in the ScriptMaker templates to create different types of scripts.
The SpitFireX Manual describes specifically the Single Question Single Record script.
However, this article is designed to go into more detail on the different script cards
that make up the various templates used in ScriptMaker, in order for you
to make a more informed decision on which script template would work best for your
message.

The various templates used in ScriptMaker are essentially different arrangements
of the same logic to accomplish different goals. In other words, you will see these
various cards in most of the script templates but arranged in different ways.


figure 1.1

Single Question - Single Record Template

Let's begin with a description of the most popular script template,
the Single Question - Single Record script. It has almost all of
the most often used template cards. Once you have chosen
this template, you will be presented with the following:


figure 1.2

So this shows the flow of the logic when a call is answered by a person
or a pre-recorded message.
The first part, Dial-Answer is the beginning of any script template.
It mainly controls Dial Rings and whether you have a message to
play when an answering machine is detected.
Here is the card in figure 1.3:


figure 1.3

The text area at the top of each card is just so you can type in some
notes to remind you of what the message should say. It is not
necessary to type anything in this field though.

Below that is the section for recording or loading the wav file.
This section is present in all script cards and is repeated if there several
messages for a particular card.

NOTE: See this article for detailed description on how to use WaveMaker to record and edit the wav files in ScriptMaker.

Parameters is where you can configure Dial Rings, Hit and Points for this
script. Dial Rings determines how many times SpitFire will allow a phone to
ring before it gives up and marks the call as a No Answer.
Flagging the Hit marker here will allow you to run a Hit Report later
and see all the calls that the Dialer detected as an answering machine.

Points is another way to allow you to run a report to see all the records
that have been flagged with that parameter. It is typically more useful when
using a Poll Script that has several questions. You can use the points report
to see where your customers are hanging up in the script.

Next is Statement 1. This card is used in almost all script templates.
It is the first section that will play a message when a live voice is detected.
Here is the card:


figure 1.4

Again, we start with a blank field for typing in notes (if necessary) and then a
section for recording or loading a pre-recorded wav file.
This message should be an introduction. Similar to, "Hi, do you want to lower your
interest rates...?"
You could give a longer pitch here but there should not be any instructions to press
any touchtones in this section because those are only available in the Question 1
section the script.

Here is the Question 1 card:


figure 1.5

Question Message is where you load your wav file for this section. Again, this
recording should give the customer the options for which touchtones to press to
do different things like be transferred to a live person, leave a message to be
contacted later or press a button to be removed from the calling list.
We will go into detail for each of these functions that the Question 1 card can
do but let's start with the different messages that can be loaded into the various
sections of this card. 

Invalid Msg is a recording that will play if the customer hits the wrong touchtone.
It should say something like, "I'm sorry that was an invalid response."

Timeout Msg is a recording that would play if there is no touchtone response
from the customer for 15 seconds. It should say something like,
"I'm sorry I did not hear your response."

Max Retry Msg is a recording that would play if the customer keeps hitting
the wrong touchtones. It should say something like,
"I'm sorry we will try you again another time."

NoCalls Addition is a confirmation message to play when the customer
presses the touchtone to be added to the nocalls list. it should say something like,
"Thank you. We have removed you from our calling list."

Invalid, Timeout, Max Retry and NoCalls Addition are not technically necessary
to make the script work. If a customer hits the wrong touchtone, and those messages
are blank, SpitFire will repeat the Question 1 message.
Also, you can use the Add to Nocalls feature without having a confirmation message.

Parameters once again has the Hit and Points settings but also has the Touch Tone 
and Hangup after this card settings.
Hangup after this card can be used for situations where you want to use a multiple
question Poll script like a 10 Question Poll but only want to use 8 of the questions.

Touch Tone Config is used to define which touchtones are permitted in the script.


figure 1.6

Transfer Touchtone
is for allowing a customer to be transferred to a live person.
Add to NoCalls Touchtone will put the customer's phone number into the Dialer's
nocalls database.
TT-1 would, in the case of a Single Question Single Record script, take the
customer to the Record 1 card. This is so they could leave a message and be
contacted later.
TT-2 would, in this case take the customer to the Hangup 2 card.
This card would play a message and then hang up.

Agent Transfer Settings

On the right-hand side of the Question 1 card (figure 1.5) is the configuration settings
for the Agent transfer feature. Again this allows calls to be transfered to live agents 
within the script. Agent Transfer should be checked, of course and then you select
the type of transfer function that will be used to transfer the call.
Click Here for a description of those options.

Transfer Msg will play immediately after the customer presses the touchtone to be
transfered. It should say something like, "Your call is being transfered, please stay on
the line."
If you are using the Phone Company 3-Way calling function, you might want to say,
"Your call is being transfered, please stay on the line. You may hear some clicking
and silence. Please do not hang up. A representative will be with you shortly."

Hold Msg will play after Transfer Msg and could be music or an advertisement.
It will play only when using On-Board 3-Way calling. Do not use this when using
Phone Company 3-Way or Centrex.

Call Number should be the exact digits that need to be dialed for the Dialer to
call the transfer number. If the number requires a 1, it would read something like
19724060851. If you only need to dial 7 digits then it would read like 4060851.
No dashes, parentheses, etc.

Hold Msg Loop will define how many times the Hold message will loop if:
a. You are using On-Board 3-Way calling and
b. At the moment of the transfer request, there are no available transfer lines.
Once it times out, it would send the customer to the NoAgent Msg (if used)
and then to the Record 1 part of this script, in the case of a
Single Question Single Record script template.

Agent Msg can be used to give the agent a notification message before the
Dialer connects the customer to the agent. Speak ClientID and Speak Phone
Number can also be used to notify the agent of the customer's phone number
before it connects the agent.
Agent Msg can only be used with On-Board 3-Way calling.

Poll Script Templates

In Multi-Question Poll Scripts, the touchtone fields can be used to allow a
range of answers to a question like, "Rate this important issue on a scale of
1to 5, 1 being the highest importance....", etc.
In this situation, you would set TT-1 to 1, TT-2 to 5 and check the Range
box to allow any touchtones between those two parameters.
Once the question has been answered, the Script will continue to the next
Question in the poll. See Figure 1.5.1.


Figure 1.5.1


After the Question 1 card is the Record 1 card. See figure 1.7


Figure 1.7

Record Message is a message that should say something like, "At the tone, please
leave your name, number, etc". Then the customer will hear a beep and be able to
leave a message on the Dialer that will be in the form of a WAV file that you can
listen to locally or have emailed to you.

Parameters here has several important settings.
Hit and Points could be used for flagging this part of the script for reporting
purposes as discussed above.

Record Time (secs)
allows you to set the maximum amount of time to allow the
customer to leave a message. 60 seconds is the usual amount for this setting.
Serial, Phone # and Mailbox define how the wav file itself will be named.
The usual setting for this is Phone #. That will mean that name of the wav file
that is the customer's message will be their phone number. i.e. R19724060851.wav
Serial
would give each message a unique number, starting with 100.wav
and counting up.
This can be useful when using a Record 1 card to take inbound call messages.

Record Editing can be used to allow the customer to edit or re-record their message.
This can be useful for inbound scripts where the customer is actually recording a
message that will be used in an outbound script. See this article for instructions on
setting up this feature.

Email Options on the right-hand side of the Record 1 card is where you can configure
the script to send an email when a customer leaves a message on the Dialer. The email
that is sent will contain the customer information from the list in the Body of the email. 
The email will contain an attachment of the wav file which is the actual customer's message. 
Note: This requires an "always on", broadband internet connection be connected
to the dialer.
Email Recording should be checked and you usually need to check
Perform Authentication so your email server can authenticate the login.
Send Email To: should always be to Fixed Email Address

Email Settings
contains the server and email address settings that will be required
to send the email. Server is the server address of the SMTP or outgoing email server
that you will use to send the email. An example would be mail.comcast.net or
smtp.businessname.com.
Note: Web-mail services like Hotmail, Gmail or Yahoo! will not work.
This must be a proper POP3-type of email server.
The only exception to this is a service called GMX.com. We have successfully tested
this web-mail service with our SpitFire software. Once you have set up an account
with GMX, you would use mail.gmx.com as the Server address.

Username and Password will be the same ones you used when you set up your
email account.
From Email is what you want to show in the From email address when the
email is received.
Many servers require that you use your actual email address, for authentication
purposes.
To, CC and BCC are the email addresses you can send the mail to.
You can also send to multiple email addresses by separating them with a colon (;).
Subject and Message should contain a generic message of some sort.
For example, to notify the recipient of the emails that this email is coming from
the Dialer.

After the customer has left a message on the Dialer, you can have a confirmation
message in the form of the Hangup 1 card. See Figure 1.8.


Figure 1.8

Here you would record a wav file that would just confirm that the message was
received and the customer will be called back soon.
After this card plays, the Dialer will hang up the call. Hangup 1 is not technically
necessary to use but can help assure the customer that their message has been
left successfully.

Answering Machine template

Another popular script template is the Answering Machine template. See Figure 1.9


Figure 1.9

This is the simplest type of script template, as you can see. It only has 2 cards.
The Dial card, which is the same as a Dial/Answer card and would contain the
message to be left on answering machines.
The Hangup card is just like a Hangup 1 and would play a message when a
live person is detected answering the phone. It would then hang up.
There are no touchtone options or any other complicated features in this script.
In many cases, one part of the script will be left blank because, for instance, you
don't want to play a message to a live person. You could then leave the Hangup
section blank.

Double Question - Double Record Template

A popular template for doing an English/Spanish language script is the
Double Question - Double Record
template. See Figure 1.10


Figure 1.10

Here you can see the layout is essentially two Single Question - Single Record
scripts that are attached to an initial Question 1 card.
That initial Question 1 card would have a recording that asks the customer if they want
to hear the message in English or Spanish. When the customer presses the touchtone
defined in the TT1 box (see Figure 1.6) it would then proceed to Statement 2,
Question 2, etc.
If the customer presses the touchtone defined in TT2, it would then proceed to
Statement 3, Question 3, etc.

Simple Menu (Jump Script) Template

If you want to create a script that could "jump" to several possible secondary scripts,
the Simple Menu template can perform that function.


Figure 1.11

The first couple of cards in this template are, by now, vary familiar to you but the
Jump 1 card is the card that allows you to send the customer to up to 5 different
alternate scripts, depending on which touchtone he presses.

Note:
You do not want to give your touchtone instructions in the Statement 1 part
of this script because touchtones can only be captured in Jump 1.


Figure 1.12

The Jump 1.wav file will give the customer what options to press to go to the other
scripts that are loaded into this script. So it would say something like "Press 1 to go
here, press 2 to go there, press 3 to go over here...". You have up to 5 options in
this script.

Check the Range box allow the range of touchtones between TT-1 and TT-3.
The Invalid, Timeout and Max Retry work the same way as they do in the
Question 1 card.

Jumps is where you will select the other scripts. Of course, you will want to create
those scripts before creating the Jump script. If you want to have jump scripts
pointing to other Jump scripts, you will just want to create the "end of the line"
scripts first and work your way back.

Finishing and Properly Saving the Script

Properly saving a script a script when finished setting it up or making changes is one of
the most important parts of this process and, when done incorrectly, is often the cause
of a script not working properly. You will have noticed that there is a Save button in
the bottom, right-hand corner of each script card. You should Save here as you go
along but then at the end, you must click the Save button on the main Scriptmaker
window and save the script INI file. See figure 1.13


Figure 1.13

Once that has been saved, you can close Scriptmaker. If you close Scriptmaker before
saving this, you will loose all the work you have done.

If you don't see a script solution listed above for what you want to do, please contact
Tech Support to discuss what type of functionality you are looking for.


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Last Updated
15th o September, 2010

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